• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We have new content about printers, Click here to check it out!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
Locked

‎08-30-2024 10:15 AM

HP Recommended
Operating System: Microsoft Windows 11

HPphotosmart6520series

We lost power and printer hasn't worked since. It says it is offline, asleep, idle. I don't have access.

I have removed and reinstalled the printer. I have turned off and unplugged several times. I have gotten out of windows, and gone into reset admin setting. Still no access.

What else can I do to get access, and get the printer back online?

Category:
1 person had the same question
2 REPLIES 2

‎09-02-2024 07:17 AM

HP Recommended

HI @Judie47,

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

It sounds like you’ve already done a lot of troubleshooting with your HP Photosmart 6520 series printer. Since you’ve experienced a power loss and the printer remains offline, here are additional steps you can take to resolve the issue:

1. Check Printer Connections

  • Power Cable: Ensure the power cable is securely connected to both the printer and the power outlet.
  • Network Connection: If you're using a wired connection, make sure the Ethernet cable is properly connected. For wireless connections, verify that the printer is connected to your Wi-Fi network.

2. Network Troubleshooting

  • Network Reset: If using Wi-Fi, try resetting the network settings on the printer.
    1. On the printer's control panel, go to the setup menu.
    2. Navigate to "Network" or "Wireless Settings."
    3. Select "Restore Network Defaults" or a similar option.
  • Reconfigure Wi-Fi: After resetting, reconnect the printer to your Wi-Fi network by following the printer’s wireless setup instructions.

3. Check Printer Status

  • Control Panel: Ensure that the printer is not displaying any error messages or warnings on its control panel.
  • Print Queue: On your computer, check the print queue to ensure there are no stuck jobs or errors.
    1. Go to Control Panel > Devices and Printers (Windows) or System Preferences > Printers & Scanners (Mac).
    2. Right-click on the printer and select "See what's printing" to view and clear any stuck print jobs.

4. Printer Configuration

  • Print Settings: Verify that the printer is set as the default printer on your computer.
    1. Go to Control Panel > Devices and Printers (Windows) or System Preferences > Printers & Scanners (Mac).
    2. Right-click on your printer and select "Set as default printer."
  • Printer Properties: Check the printer properties to ensure it’s set to "Online" rather than "Offline."

5. Firmware Update

  • Firmware Check: Check if there is a firmware update available for your printer on the HP Support website.
  • Update Firmware: If an update is available, follow the instructions to update the printer’s firmware.

6. Reset Printer to Factory Defaults

  • Factory Reset: Performing a factory reset can sometimes resolve persistent issues.
    1. On the printer’s control panel, go to the setup or maintenance menu.
    2. Select "Restore Factory Defaults" or a similar option.
    3. Follow the prompts to complete the reset.

7. Check Printer Software

  • Reinstall Printer Software: If you haven’t already, uninstall and then reinstall the HP printer software from the HP website.
  • Software Update: Ensure that you are using the latest version of the printer software.

8. Power Cycle Network Equipment

  • Router/Modem Restart: Sometimes restarting your router or modem can help reestablish network connections.
    1. Unplug the power cables from your router and modem.
    2. Wait for about 30 seconds.
    3. Plug them back in and wait for them to fully restart.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No

‎09-16-2024 01:51 PM

HP Recommended

First of all, I want to thank Rachel571 for taking the time to respond to my request for help. I'm afraid it went into my spam, and I just now found it. There is a great deal for me to go thru, but first I felt I needed to acknowledge your effort for me, and say thank you for your efforts. You were the only response I received. I will go thru all the suggestions you offered. Hopefully I will find my answer, and I will let you know how it works out. Thanks again for getting back to me.

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.